A straightforward visual tool, the Empathy Map, can greatly aid teams in problem-solving. Created by XPLANE, this tool is designed to align teams around a deep understanding of customer needs and wants. The map is divided into four quadrants: Says, Thinks, Does, and Feels. By filling out each quadrant, teams can develop a more comprehensive view of their customer’s perspective.
The ‘Says’ quadrant includes direct quotes from the customer, while ‘Thinks’ reveals what the customer believes about the product or service. The ‘Does’ quadrant encompasses the actions the customer takes in relation to the product or service, and ‘Feels’ explores the customer’s emotional response.
The Empathy Map is not static; it evolves as the team’s understanding of the customer deepens. It is also applicable in various contexts, from product development to organisational change. This tool can be used to create a shared understanding within teams, helping to identify gaps in knowledge and areas of disagreement.
Ultimately, the Empathy Map fosters a more customer-centric approach, enabling teams to design solutions that truly meet customer needs. It’s a simple, yet powerful tool for team problem-solving.
Go to source article: https://medium.com/@davegray/a-simple-visual-tool-for-team-problem-solving-5fc6ea2cb1e6#.hn97727of